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MAC Chatterbox Lipstick

20 Jun 2012

My most popular post so far wasn't a review or a post raving about a new product, but one sharing my so-far negative experiences with MAC sales staff. The post, Mac Breaks My Heart, was read, re-tweeted and commented on more than I could have ever imagined. People shared with me similar stories of MAC customer service and although the majority were negative experiences, it was nice to know I wasn't the only one who had been receiving terrible customer service, particularly at the Nottingham branch.

After the amazing response the post received, and the many encouraging comments to write to MAC about my experience, I decided to do just that and emailed the customer service team. My complaint was dealt with by a very reasonable, understanding and helpful girl called Kateyrina who assured me the complaint was being taken seriously and the appropriate measures to deal with it would be taken. As a gesture of apology I was offered a complimentary lipstick of my choice, which I felt was very kind.

I'm glad I emailed them, that my complaint is being dealt with and the appropriate measures being taken. I still don't think I will ever return to the Nottingham branch, though!

I chose shade Chatterbox, one I swatched in store and instantly fell in love with, and was on my wish list. I am so glad I chose this shade because it is just as gorgeous as I remember it being when I swatched it and I think it may become a regular lip choice for me over the summer months. A gorgeous pinky shade which isn't too bright or in your face, I actually prefer this shade to Snob, which is a favourite of mine!

I would like to thank every one who read Mac Breaks My Heart for the compliments, encouragement and kind words. You all helped soften the blow of the service I had received!

MAC Lipstick - Chatterbox - £13.50

*I wanted to point out I never had the intention to receive a free product from MAC when emailing them, but merely to discuss the service I had received at the Nottingham branch and try and understand why they felt it was acceptable to speak to people the way they spoke to me*

57 comments

Wow just read the post in regards to the shitty customer service! I hate going to Mac sometimes. I always feel intimidated and never really knew why....but it's right the whole "they think they're better" attitude. Something I have yet to experience at Sephora. Aside from that, Chatterbox looks like a lovely color and I'm sure looks fantastic on your perfectly fine lips! <3

Wow - I'm shocked they did that! I commented on your post before with a similar experience in the Oxford branch. Since then I've been served only by one nice and helpful assistant. I feel like they look at me as a student, assume I cant afford the brand and ignore me. Shocker.I'm glad you complained and what a gorgeous shade to choose! Enjoy.x

I find a lot of people look at my tattoos and piercings and think I can't afford anything, with many brands. Yet if they used their brains and worked out I pay hundreds and hundreds for my tattoos.... xo

I really hope your email will make a change. Nobody should be treated in such a horrible way. When you go to a shop you are meant to be treated with respect and get help and advice. It is nice of them to send you a lipstick.

I love the colour :) So, so glad I picked it. Looks lovely on! Hopefully it will. They couldn't tell me the result of action being taken, but the fact they listened and took note of my complaint is good enough for me! xo

I always email or provide feedback when I've had really bad service - and certainly not because I want freebies! It's important we tell them what they are doing wrong, otherwise how else will they change? I think it's great that they acknowledged it (I've had some companies not even bother with a response!) and that they even offered you a peace offering! Hopefully something is truly done about it! :)Also loving the lippie!xo

The colour looks so lovely! Glad they took the email seriously unlike other companies. That so nice of them that they had sent you a lipstick. I also find the stuff mean, when I went to Covent Garden Mac store, there was no people so I was really lucky. One lovely MUA had approached me and offer help, but I wasn't sure what to get, so I told her that I'm fine for now. Then she was serving another person who walked into the store, so I went to another MUA as I made up my mind, and the other girl just ignored me (she just looked up me and carried on), she was doing her own make-up and applying lipstick straight from the tub. Then she just walked out, and left the lovely MUA by herself without even telling her bye. What the point of working somewhere were you won't treat the costumers right? I'm so long haha. x

That's great you got a response, I have to say I'm surprised they didn't just ignore it! And a complimentary lippy is a definite bonus :) gorgeous colour! I'm doing a Mac eyeshadow giveaway on my blog at the moment if you're interested :) x

I'm glad you decided in the end to contact MAC about your experience. Hopefully you'll be offered a resolution that you're satisfied with. It was a nice gesture for them to offer you a lipstick - the shade looks super pretty :) I'm sure it looks gorgeous on!

This lipstick is a lovely colour. I'm so glad they have taken your complaint seriously because, no matter how much you want something from there, rude staff can really put you off. They're supposed to help you not make you feel like running for the door :) xx

I'm glad they're aware of the whole issue now & that they actually handled it well. Also that colour is the most beautiful thing I've ever seen, my mums coming back from holiday next week & I've just text her asking her to get me this in duty free!x

I do find that going into some MAC stores is the same, intimidating, exhausting and just generally quite unpleasant. I do think that it seems the way the complaint was dealt with was nice, and a complimentary lipstick is always nice! xxx

I have just read your initial post about the customer service & I know what you mean. I have never actually purchased a MAC item because I genuinely think I'm seen by MAC staff to not be good enough to use their make up, which may sound silly & all just in my head, but really if thats the impression one gets then it will put them off. Much prefer lovely Lancome ladies, always so polite &helpful. Let us know if you hear anymore from MAC :) x

it is nice to see that they are trying to fix the issue but it does seem to be wise spread. I have one branch that I go to that are really nice and the other branch I use they are always looking down nose at you. I feel like I have to fix my makeup before I go in!

on another note, I love this colour. This is currently my go to colour and I am usually a red lipstick gal so it is a change! xxx

What a gorgeous colour :) I've personally never really experienced bad service from MAC before but I hear so many stories! I usually buy from the Selfridges branch in Birmingham, and I do agree the MUAs can be a little intimidating and stuck up sometimes. The staff at the Oxford branch I visited recently were lovely though xx

What a beautiful color! I love it! I personally have never been into a MAC store, but after hearing complaints, even here in America, it's unlikely that I ever will :( I just don't like sales people in general at makeup stores, they've always been a bit rude to me. Don't they understand that customer service is everything lol?! xoxo

Just found your blog through my lovely youtube friend Karrisx, and I'm so glad I did, I love it!Personally, I've shopped at 3 different MAC stores/counters: my local, the one in Debenhams in Oxford, the one in Fenwicks, Newcastle and the one in Debenhams, Plymouth.I've always had lovely service from the staff in every one of them, particularly in Oxford, so I was appalled to read your article about their terrible service, it's disgraceful in such a well known and respected chain as MAC, although I must admit it's not the first time I've heard such claims and I absolutely believe you, of course.

Anyway, that shade is beautiful (I love MAC lipsticks. Angel is my personal favourite) and I'm glad MAC got back to you. Looking forward to more posts from you :)

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